Computer-Implemented System And Method For Simultaneously Processing Multiple Call Sessions
First Claim
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1. A computer-implemented system for simultaneously processing multiple call sessions, comprising:
- a telephony interface to monitor multiple call sessions assigned to an agent;
an agent console to display to the agent, content of each call session;
a script engine to identify a script selected by the agent and to provide the script as synthesized speech to a caller of one of the call sessions; and
an interface to simultaneously monitor a verbal conversation between the agent and a caller of another one of the call sessions while the script is provided to the caller.
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Abstract
A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.
27 Citations
22 Claims
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1. A computer-implemented system for simultaneously processing multiple call sessions, comprising:
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a telephony interface to monitor multiple call sessions assigned to an agent; an agent console to display to the agent, content of each call session; a script engine to identify a script selected by the agent and to provide the script as synthesized speech to a caller of one of the call sessions; and an interface to simultaneously monitor a verbal conversation between the agent and a caller of another one of the call sessions while the script is provided to the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer-implemented method for simultaneously processing multiple call sessions, comprising:
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monitoring multiple call sessions assigned to an agent; displaying to the agent, content of each call session on an agent console; identifying a script selected by the agent and providing the script as synthesized speech to a caller of one of the call sessions; and simultaneously monitoring a verbal conversation between the agent and a caller of another one of the call sessions while the script is provided to the caller. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification